Intake
01Arrives
Message enters from email, web chat, social, or messaging channel.
Docs
Operate the conversation lifecycle.
The inbox docs explain channel connection, ownership, tags, summaries, handoff, internal notes, and response-time handling.
ArrivesClassifiedOwnedAssisted
Inbox guide
how the inbox works
unified workspace
Replofy command center
7 channels live
Intake rail
Email
SLA 38mOrder #10482 delayed
Web chat
newCan I exchange this item?
WhatsApp
humanMissing item photo received
Instagram
socialPublic comment moved to DM
Conversation REP-1842
Customer11:32
Order #10482 still shows processing. Can you confirm the shipping date?
Aura summarysource grounded
Customer asks for fulfillment status after the expected ship date passed.
Operator noteSara M.
Order context loaded. Refund action remains disabled.
Aura + control
Confidence
88%
shipping FAQ + order event
Source trace
Fulfillment SOP v3.1
2 cited sections
Suggested action
Reply with ETA and watch order
operator approval
Audit
Draft created at 11:34
not sent
Docs overview
Inbox
The inbox docs explain channel connection, ownership, tags, summaries, handoff, internal notes, and response-time handling.
How it works
how the inbox works
01
Arrives
Message enters from email, web chat, social, or messaging channel.
02
Classified
Intent, sentiment, channel, customer state, and priority become visible.
03
Owned
Conversation receives owner, team, status, tags, and ticket status.
04
Assisted
Aura can summarize, draft, retrieve sources, or suggest next step.
Conversation lifecycle
How a ticket moves through the inbox.
Triage
02Classified
Intent, sentiment, channel, customer state, and priority become visible.
Assign
03Owned
Conversation receives owner, team, status, tags, and ticket status.
Assist
04Assisted
Aura can summarize, draft, retrieve sources, or suggest next step.
Outcome
05Resolved or escalated
Operator closes, approves, hands off, or routes with context.
Common mistakes
Inbox configuration guardrails.
01
Avoid unowned queues
02
Do not skip tags for repeated issues
03
Use internal notes for handoff context
04
Escalate low-confidence or angry tickets
05
Review response-time aging daily
Operating fields
Fields operators should understand.
Field
Purpose
Used for
Field
Owner
Purpose
Clear responsibility
Used for
Assignment and review
Field
Tags
Purpose
Issue classification
Used for
Reporting and routing
Field
Priority
Purpose
Risk and urgency
Used for
response-time and escalation
Field
Summary
Purpose
Fast context
Used for
Handoff and review
Related pages
See what to read next.
Docs
Get Started
Set up organization, knowledge, channels, workflows, preview answers, and a low-risk pilot before expanding automation.
Docs
Workflows
Workflows decide how tickets are tagged, assigned, escalated, approved, and audited across channels and teams.
Docs
Settings
Settings define the operating boundaries: who can access data, approve actions, edit workflows, manage sources, and connect systems.
Review inbox ops
Run the inbox as a shared operating surface.
Use ownership, state, and handoff rules so conversations do not disappear.